Return & Exchange Policy
Lurella Cosmetics does not accept returns or exchanges of any kind, except in limited circumstances, which are as follows.
If the items purchased are received in a damaged defected condition, or are incorrect, customers are asked to return the items to our carriers within 2 business days of receiving the item. Once the items are processed for an exchange, a replacement of the original purchased product(s) will be dispatched to the customer to their delivery address. Exchanges typically take 5 to 7 business days.
We reserve the right to refuse any exchanges which do not fit under the above definitions. We also reserve the right to inquire into any customers with a frequent exchange history.
Please note that refunds are not issued under any circumstances.
How to Exchange Products
To securely exchange your product(s), please follow the steps below:
- Pack your return securely in the original Lurella packaging as received.
- Courier the parcel back to us.
- Once received in our exchange centers, the exchange usually takes 5 to 7 business days to process. Timelines may vary during busier times of the year.
Damaged or Defective Items
If you have received a damaged or defective item, please take a clear photo of the item displaying the damage or defect, and email the photo to our Customer Service Team at email@example.com along with your Order Number and a full description of the damaged item within 2 days of receiving the delivery. Once we receive your email and assess the damage, we will be in contact with you to communicate the necessary resolution. Please note that at times, these emails may end up in our Spam or Junk folder, and in such cases, processing of exchange items may be delayed.
Incorrect, or Missing Items
Upon receiving your order, please thoroughly check the items delivered to ensure you have received the correct item(s). Should you receive an item that is incorrect, or you believe that you are missing an item, please email our Customer Service Team at firstname.lastname@example.org within 2 days of delivery. Include a photo and description of the issue, along with your Order Number to ensure speedy resolution. We reserve the right to inquire into any customers with a frequent history of declaring incorrect deliveries and to refuse exchanges as such.
Exchange Products by Mail
To exchange items by mail, we kindly request that you refer to the original invoice included with your order. Simply include your invoice within the courier package as well as an appropriate exchange reason. We reserve the right to refuse exchange of any packages received without an invoice and exchange reason.
Pack your item(s) securely in the original product packaging. All items must be returned in their original condition. All items must be unopened and unused, and in their original packaging (including all paperwork, accessories, and gift packaging if applicable).
All return shipping charges must be prepaid. We do not accept cash on delivery packages; they will be rejected and the package returned to you at your expense.
We recommend sending your return via local courier services like TCS, Leopards, etc. with a tracking number and insurance, as we do not assume responsibility for lost and/or stolen packages.